IT Specialist II

Email Productivity Team

Job Responsibilities:

• Will act as subject matter expert on tools, programs and applications unique to the client environment
• Responsible for day to day operational tasks by resolving end user requests and incidents raised in Service Now.  
• Will diagnose/troubleshoot Outlook/Exchange issues impacting users' productivity.
• Will act as the go-to resource who helps resolve complex issues
• Will match project priorities to industry best practices 
• Provide training to consultant teams and end users
• Ensuring that KB articles are accurate and sufficient for 1st level support
• Where necessary, writing, amending or removing KB articles
• Ensuring and coordinating adequate level of understanding within the Service Center to ensure issue resolution
• Participate in the creation of training material 
• Track and document process changes and ad hoc reporting requirements. 
• Lead continuous improvement actions
• Train, mentor, and coordinate the activities of other members of the team

Skills, Licenses, Knowledge, Education and Training Requirements:

• Prior experience as a Service Desk agent
• 2-5 years" experience as an IT Specialist subject matter expert
• 2-3 year proficient troubleshooting end-user Outlook issues.
• 2-3 years Exchange Administration and troubleshooting
• Familiarity with Exchange Management Shell
• Advanced Excel experience
• Experience with SQL queries
• Service Now
• A keen interest in new technologies, ability to learn quickly and high level of motivation
• Knowledge of client specific business tools
• Documented history of working in the area for which they are an expert
• Ability to understand industry best practices and can communicate those insights to help improve business model
• Prior support of client"s users and the client environment
• Attendance and schedule adherence are requirements of this position

Level of Knowledge, Skills, and Authority

• Knows and applies advanced concepts, practices and procedures of particular field of specialization
• May adapt procedures, processes, tools, equipment and techniques to meet the more complex requirements of the position
• Under minimal supervision, performs work that is varied and that may be somewhat difficult in nature, but usually involves limited responsibility
• Resolves most questions and problems, and refers only the most complex issues to higher levels.

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